Recent content by mte0910

I often need to capture "counts" and it can't always be this easy. I use Wild Call Variables to store the numbers and then use a script called TeleCom to read them back to me, or use HDX to write them to SQL.

How is this going? I'm planning on going CC7 to AACC 6.2 the same way you described.

A transfer generates a new Call ID, because the call is no longer associated with the Call ID that was assigned music route 99, then the caller will receive the music route associated with the station/ACD/route they are being delivered to. This call is no longer associated with...

CallPilot supports 192 ports (Since one port is reserved for messaging, only 191 ports are available for voice services.)

No, you do not have to have IVR ports if you have enough Access Channels to support all of your needs. When used as a menu, Access Channels will be a one-to-one. If used with GIVE BROADCAST, then you can support multiple callers per Channel.

Does anyone still have this issue in CC7 SU03? Has anyone married RTD's with historical reports to see if the historical reports support or disagree with what the RTD shows? We have CC7 SU03, and SU0301 on CCMA, and CC7 SU03-SU0304. We are having the "stuck on idle" issue, and the historical...

From my experience, when you have this condition, the only way to get the CCMS to release the TN is to reboot the CCMS. Rebooting the CCMA will have no effect, and will a deacquire in 48 will deacquire the TN, the CCMS will not be aware of this action.

Maybe something like... IF CLID_var < 9999999 THEN ASSIGN CLID_var + 10000000 to CLID_var END IF

Logically, yes it is a very good idea, but if I wanted to record the agent who answered the caller in a database I would have to leverage what I was going to do with the information with the credability of how I collected it. If I simply wanted to try to put callers back to the same agent every...

Sounds like you just answered your own question. If the Agents phoneset login required box is checked, then the agent must be logged in to use ADD. You also stated that the agent was not logged in when testing. Login the agent or uncheck the box and retest.

Is 118 a valid agent id? Is agent 118 logged in? In the configuration parameters, do you have the box checked next to "Agents phoneset login required for ADD"? In the configuration parameters, how many agents do you have set as the MAX, and how many are using ADD?

No, if you queued the call to a skillset, you can not determin the agent id from scripting. You can, of course, get this information in reporting.

This sounds like a multi-cast issue. 1.) On the CCMS, check the Multicast Address and Port Configuration application. a.) Check the TTL, it should be 64. 2.) On the CCMA, check the Real-Time Reporting configuration. a.) If your transmission options is set to Multicast only, check...

It's because you haven't done anything for 0. Add this to it... IF counter = 0 THEN EXECUTE SCRIPT MEDCO ELSE

Skillset priorities are tie-breakers for callers. You and I call into the system at the same time but are assigned two different skillsets. There is only one agent in the call center who has BOTH skillsets assigned to them. The skillset priority defines which of the two of us will be answered...